Live in PH, work in Australia

(BPO HotJobs, November 2012)

For the most part, call center agents in the Philippines go to work at night and sleep during the day. The bulk of the clients of major players in IT-BPO are US-based, and agents and their body clocks are expected to adjust to East Coast time. Not this one though. E-way is an international telemarketing company that supports major Australia firms dealing with various industries, from healthcare to food packaging. Established in 2004, the company's work hours are from 6:00 a.m. to  4:00 p.m., since Australia  is only ahead of the Philippines by two hours. The daytime work hours pose less risk for the employees and, in turn, employees perform better for their clients.

Enrique Diaz is one of the many Filipinos working in the IT-BPO industry, whose careers is totally  different from his college degree. But the difference is trivial. E-Way, like many contact centers in the Philippines, have given many of their employees a chance to have a lucrative career, no work no pay.

The B.S. Tourism graduate has worked hard for E-Way, growing with the company in the process. "I have improved my decision-making skills because here, it's not your typical call center where calls are coming in," Diaz says. "You have to think of ways to be successful." Diaz started as a sales manager. Before long, he started to go up the ranks and landed the position of sales OIC. But the position demands more than what the title says. Diaz performs four different roles for the company.

Apart from being sales OIC, he also handles accounts with his own customers. He makes calls, and still produces sales for the company, just like when he started. What's more, he also manages staff- a whole department, in fact. "At the same time, I'm helping in some admin decisions - and a marshall for people who are noisy," he adds with a laugh.

Working in the IT-BPO industry also fosters professional relationships despite being miles apart from superiors."I have a manager who's  currently in Australia and, everyday, we talk. We have a very good relationship," Diaz says.He's a great guy. We're very good friends. He taught me a lot, he molded me." Despite not having met each other personally bin their three years of working together, the Australian manager saw great potential in Diaz-and promoted him to account manager. After a stellar performance, Diaz was again promoted to supervisor. And, in 2010, he was named E-way's Employee of the Year.

As recently as July, Diaz was promoted to sales manager. He holds the distinction of being one of only two sales managers in the Philippines; the rest are Australians.

Despite being the youngest in the family, he is breadwinner. "I get commisions. At the same time, I can save time, I can buy things for myself. I'm also renting my own apartment. I don't have my own car, but I help them with everything."

With all his responsibilities, Diaz has his hands full. But he manages to balance his clients and his job as a supervisor. " I conduct their training. But after their training, I still continue training them up to the point where they need less of," he explains.

A professional all the way, Diaz was able to get to where he is now with the know-how he learned from from his Australian boss.With all he has achieved professionally, the awards and the promotions, he has managed to be a good supervisor to his employees.

"I make it to the point to treat them the way I want to be treated. Respect is something you always earn. You don't buy it. I've gained respect from the staff that's under me with how I work, how I know things, and how I've helped them."